Escalation Engineer II at CrowdStrike in Remote
At CrowdStrike we're on a mission - to stop breaches. Our groundbreaking technology, services delivery, and intelligence gathering together with our innovations in machine learning and behavioral-based detection, allow our customers to not only defend themselves, but do so in a future-proof manner. Because of that we've earned numerous honors and top rankings for our technology, organization and talent. Our culture was purpose-built to be remote first, and we offer flexible work arrangements to help our people manage their personal and professional lives in a way that works for them. If you're ready to work on unrivaled technology with a team that makes a difference every day, let's talk. About the Role The ideal Identity Protection Escalation Engineering candidate is passionate about technology and customers. A true problem solver, the IDP Escalation Engineer will take personal ownership in seeing a problem through to resolution. You will understand IT environments across heterogeneous operating environments. You will be comfortable speaking with security, engineering, sales, as well as customer operation teams. Candidates must have advanced technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast-paced, high-growth, learning environment.
Responsibilities:
Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. Work with all departments to facilitate issue resolution of cases escalated to Tier 3. Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. Investigate, troubleshoot, debug, and solve clients' most challenging and critical technical needs and issues. Create process or troubleshooting documentation in the support knowledge base. Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers. Responsible for reducing the number of escalations requiring engineering team engagement. Work with Implementation Engineers and Technical Account Managers to ensure that reported issues have the appropriate priority with engineering. Identify emerging issues that have the potential to become system down issues. Maintain line of communication between engineering and support teams during system down / severity 1 issues. Make sure that the Support Team is prepared to support upcoming product releases. What You'll Need:
Expertise in the Linux environment troubleshooting and diagnosing low-level operating systems and network issues. Experience with Identity Protection and Zero Trust solutions. Strong understanding of the characteristics of Linux specific workloads, including large workloads such as for Splunk, large-scale databases, Hadoop clusters, and the impact on low-level monitoring software on the systems. Ability to develop diagnostic scripts and other customer-facing automation to help gather more targeted information relevant to failures. Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment. Ability to learn new technologies quickly. Ability to analyze and understand authentication flow within a packet capture. Experience diagnosing performance related issues on Linux. Ability to diagnose failures in running Linux systems, inspect logs to narrow down failures Able to communicate, collaborate, and work effectively in a distributed team. Outstanding analytical and organizational abilities. Ability to remain calm, composed and articulate when dealing with tough customer situations.
Qualifications:
Bachelor's Degree or equivalent. Previous experience working as a level 3 engineer. Proven technical knowledge in Linux, Networking, Microsoft Windows Servers, and Active Directory (Microsoft MVP with specialization in Active Directory - highly desirable). Advanced knowledge of protocols such as Kerberos, LDAP/S and NTLM. Experience with security or networking solutions, especially the UEBA, SIEM, IAM or PAM domains. Experience with virtual and public/private cloud deployments (HyperV, VMware ESXi , AWS, GPC and Azure). High proficiency in Linux Bash and scripting. SQL and MongoDB experience. Able to methodically document and train technical support engineers. Knowledge of TCP/IP and networking devices such as Routers and Switches and diagnostic tools such as Wireshark. Out-of-the-box thinker with a can-do attitude.
Salary Range:
$80K -- $100K
Minimum Qualification
Systems Architecture & EngineeringEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. Work with all departments to facilitate issue resolution of cases escalated to Tier 3. Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. Investigate, troubleshoot, debug, and solve clients' most challenging and critical technical needs and issues. Create process or troubleshooting documentation in the support knowledge base. Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers. Responsible for reducing the number of escalations requiring engineering team engagement. Work with Implementation Engineers and Technical Account Managers to ensure that reported issues have the appropriate priority with engineering. Identify emerging issues that have the potential to become system down issues. Maintain line of communication between engineering and support teams during system down / severity 1 issues. Make sure that the Support Team is prepared to support upcoming product releases. What You'll Need:
Expertise in the Linux environment troubleshooting and diagnosing low-level operating systems and network issues. Experience with Identity Protection and Zero Trust solutions. Strong understanding of the characteristics of Linux specific workloads, including large workloads such as for Splunk, large-scale databases, Hadoop clusters, and the impact on low-level monitoring software on the systems. Ability to develop diagnostic scripts and other customer-facing automation to help gather more targeted information relevant to failures. Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment. Ability to learn new technologies quickly. Ability to analyze and understand authentication flow within a packet capture. Experience diagnosing performance related issues on Linux. Ability to diagnose failures in running Linux systems, inspect logs to narrow down failures Able to communicate, collaborate, and work effectively in a distributed team. Outstanding analytical and organizational abilities. Ability to remain calm, composed and articulate when dealing with tough customer situations.
Qualifications:
Bachelor's Degree or equivalent. Previous experience working as a level 3 engineer. Proven technical knowledge in Linux, Networking, Microsoft Windows Servers, and Active Directory (Microsoft MVP with specialization in Active Directory - highly desirable). Advanced knowledge of protocols such as Kerberos, LDAP/S and NTLM. Experience with security or networking solutions, especially the UEBA, SIEM, IAM or PAM domains. Experience with virtual and public/private cloud deployments (HyperV, VMware ESXi , AWS, GPC and Azure). High proficiency in Linux Bash and scripting. SQL and MongoDB experience. Able to methodically document and train technical support engineers. Knowledge of TCP/IP and networking devices such as Routers and Switches and diagnostic tools such as Wireshark. Out-of-the-box thinker with a can-do attitude.
Salary Range:
$80K -- $100K
Minimum Qualification
Systems Architecture & EngineeringEstimated Salary: $20 to $28 per hour based on qualifications.
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